Urgent: Missing Upgrade Device & Unauthorised Collection – Northgate Telkom Branch

I am writing to formally lodge a complaint regarding a missing device linked to my contract upgrade at your Telkom Northgate branch. At the end of October, I visited the branch to upgrade my contract. The upgrade package included an additional Huawei phone. I was informed that the device would be ready for collection within two days. It is now the end of November, and I still have not received the phone. Key issues: The device was never collected by me, yet the branch insists that my 12-year-old son — who does not go anywhere without me — supposedly came to collect it. This claim is illogical, as a minor cannot legally collect a contractual device and would require my identification. I have been in contact with an employee named Tyrese, who informed me that: The special is now over, They “cannot” issue a replacement device, and They are “still investigating”. I contacted Huawei directly, and they confirmed that the phone was delivered to the Northgate branch and signed for by someone named Philiswa Mdlalose — NOT me. This situation raises serious concerns, including: Possible ***** or internal misconduct Breach of consumer rights Mishandling of devices and customer information I request the following immediately: A full investigation into the unauthorised collection and the identity of Philiswa Mdlalose. Proof of the handover, including: Copy of the signature ID used for collection CCTV footage for the date of alleged collection Immediate replacement of the missing device, as I never collected it. A written response within 5 working days. If this matter is not resolved promptly, I will escalate it to: The Consumer Goods & Services Ombud, The ICASA complaints department, and Telkom’s executive customer resolutions team. I trust this matter will receive the urgent attention it deserves.